Fonolo

NOVEMBER 29, 2022

Overhauling your call center operations can seem outright impossible without a little guidance and know-how. Just as any great sports team is only as good as its coach, a call center team is only as good as its manager. Just as any great sports team is only as good as its coach, a call center team is only as good as its manager.

Call Center 126

Call Center Contact Center Abandon rate Average Handle Time 126

Babelforce

SEPTEMBER 23, 2021

They also: Take part in meetings Complete training Mentor and coach new employees Go on breaks. Shrinkage factors your should consider How to calculate call center shrinkage Why track shrinkage? Call center shrinkage is a metric that shows the scheduled hours that agents are unavailable to take calls.

Call Center 98

Call Center Management Average Handle Time Coaching 98

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps.

Self service 85

Self service Management Coaching Contact Center 85

Playvox

MARCH 12, 2024

No matter how you may have reached out, one thing is likely to be true — you weren’t calling to tell the company how pleased you were with the product. Learning how to motivate agents in this kind of environment can seem difficult, if not impossible. The importance of agent motivation in a call center cannot be overstated.

Morale 78

Morale Gamification Contact Center Quality management 78

CCNG

OCTOBER 12, 2022

Even as companies are looking at engagement software, AI, process reengineering, and hybrid schedules, there is an additional area where companies can gain traction that can have an immediate impact on employee attraction and retention. Wouldn’t that influence how they lead their teams? Leadership plays a big part in this.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

Global Response

MAY 1, 2023

Workforce management is a series of processes that enable your organization to optimize operational efficiency by accurately forecasting call volume to schedule the right number of agents at the right time. Understanding this in advance gives you time to scale or outsource to meet demand without compromising service levels.

Call Center 62

Call Center Management outsourcing Coaching 62

NobelBiz

FEBRUARY 27, 2024

Streamlined processes, well-trained agents, and effective tools contribute to smoother operations and faster issue resolution. Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. Elevate Operational Efficiency : Efficiency matters.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

Customer Service Life

FEBRUARY 29, 2024

Image by Mikko Koivuneva from Pixabay Whether it’s called a one-on-one meeting, or a coaching conversation, or a performance check-in, this regular conversation between a supervisor and an employee is essential to an effective and high-performing contact center. What’s on their mind? What do they love doing outside of work?

Contact Center 88

Contact Center Metrics Coaching Feedback 88

Callminer

APRIL 24, 2020

But the question is: How? In essence, this structured interview process allows a group of candidates to work through tasks and assessments; it also gives those in charge of hiring the opportunity to select the best performers in the group and train them together to become new call center agents. As recent research shows, the U.S.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. It also provides employees with more flexibility and a better work-life balance, as they can create their own schedules and avoid long commutes.

Management 88

Management Gamification Calibration Quality management 88

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service 249

Customer Service Coaching Chatbots Customer Support 249

Steve DiGioia

JUNE 22, 2020

There’s paperwork from “corporate”, scheduling, payroll, inventory, HR issues, and so much more. The bad ones – employees who continually need to be coached on their performance or attitude, stay because they’re smart enough to understand that their actions won’t be tolerated in most other businesses.

Coaching 288

Coaching Management Sales Marketing 288

Call Design

OCTOBER 27, 2022

Intelligent automation empowers agents by maximising their time and helps engage and motivate them to meet KPIs thus improving your customers’ experience. Many contact centres simply do not provide enough support for their agents or have the bandwidth to offer regular training and development opportunities.

Average Handle Time 78

Average Handle Time Coaching Morale Customer Experience 78

Playvox

JULY 14, 2023

To ensure your contact center agents spend a vast majority of their time with customers resolving issues and as little time as possible on administrative tasks and after-call work, agents need the right kind of tools, processes, coaching, motivation, and goals in place. This is likely the area where you can make the most significant impact.

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

SharpenCX

OCTOBER 6, 2021

How can you make your contact center more efficient and also keep agents engaged? How can you strike a balance to empower and keep your agents interested, without pushing them too far? If your contact center is filled with tired, stressed, irritable employees, your customers will notice.

Contact Center 128

Contact Center Coaching Metrics Employee engagement 128

Playvox

NOVEMBER 15, 2022

For contact center managers, this phrase rings in their heads each time they create a forecast, build a schedule, or track schedule adherence. . Coach And Develop Your Customer Service And Support Team. Agents who aren’t properly trained will become disengaged and ultimately look for an alternative role.

Management 86

Management Schedule adherence Coaching Contact Center 86

CCNG

OCTOBER 6, 2020

While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences. Yep, I’m guilty of all these virtual leadership sins!

CCNG 195

CCNG outsourcing Surveys Coaching 195

CSM Magazine

OCTOBER 24, 2023

By offering scheduling flexibility to agents, achieving an attrition rate below 2%, and a remarkable customer satisfaction rate exceeding 90%, Support Services Group showcased an unwavering commitment to architecting positive customer experiences.

Coaching 52

Coaching Analytics Customer centricity Contact Center 52

SharpenCX

MAY 26, 2020

Learn How to Build CX Strategy with Better and Usable Data that Already Exists in your Call Center. But how do you build this stellar customer service team? How do you combat those negative experiences from occurring? How do you encourage agents to send those well-researched answers instead of generic emails?

Contact Center 128

Contact Center Customer Service Coaching Customer Experience 128

Call Design

JULY 6, 2021

Understanding how to make a profit on the double bottom line (DBL) involves employing a broad range of KPIs and key metrics to ensure a contact centre meets every need that a business may have in supporting their customers. How quickly you wish to answer the contacts.?There Customer Satisfaction. Service Goals.

Metrics 148

Metrics Average Handle Time Schedule adherence Calibration 148

SharpenCX

SEPTEMBER 29, 2021

We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center. And, 68% of employees say training and development is a company’s most important investment. Employee Training Templates for Quarterly Skills-Based Learning. I understand.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

The Northridge Group

OCTOBER 1, 2020

A knowledgeable and professional customer service associate can have a very positive impact on how a customer views a company. Often, they don’t have the appropriate training, skills, or experience to effectively foster development. What outcomes will a strong coaching and training program deliver?

Coaching 128

Coaching Contact Center Best practices Management 128

Myra Golden Media

JULY 16, 2019

Monitoring Sans Coaching. Reviewing employees’ interactions and giving them guidance on how they’re doing go hand in hand, like a wick and flame. Calibration keeps everyone who monitors and coaches consistent and fair. Here are the Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers.

Calibration 153

Calibration Contact Center Coaching Construction 153

Call Center Weekly

AUGUST 28, 2017

By Jennifer Boston During my last transition over a tenured training team, one of my initial interactions with a member of my new team really struck a chord. The coaching session has yet to even begin and their defenses are already up. I expected to see her in a few hours or when the class was over for the day.

Coaching 179

Coaching Call Center Management 179

CSM Magazine

NOVEMBER 14, 2023

7 Ways to Bridge the Gap However, contact centres have a long way to go to create their dream teams because many agents are not yet ready to meet the demands of an AI future. Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more — not fewer — agents. of interactions today.

Average Handle Time 52

Average Handle Time Customer centricity Coaching Self service 52

TechSee

APRIL 24, 2023

A well-integrated support technology will increase agent productivity, reduce handling times, and lower training costs.Integrate your service technologies wherever possible, to ensure that agents are never more than a click away from the latest offerings. As such, automation is top of mind.

Average Handle Time 109

Average Handle Time Best practices First call resolution Coaching 109

ShepHyken

JUNE 21, 2019

Customers can get the service they want, when they want it, how they want it. This week we feature an article by Jonny Everett who discusses what businesses must do to be successful in the on-demand world in which we live. Liquid expectations and the on-demand world. We live in an on-demand world. They used to be the alternative.

Chatbots 293

Chatbots Customer Experience Scripts outsourcing 293

CSM Magazine

JULY 26, 2023

For employers, failure to meet these expectations for flexibility can have a damaging impact on staff retention, a serious workplace challenge. 7 Ways to Create Flexible Teams How can organisations meet employee expectations for greater flexibility? Here are 7 steps guaranteed to point you in the right direction: 1.

Self service 52

Self service Coaching Chatbots Analytics 52

Playvox

JULY 6, 2022

There’s a lot riding on your contact center schedule. Does it meet your agents’ needs? Even when you get it all set, making sure agents stick to your carefully crafted schedule can be a challenge. Related Article: 5 WFM Scheduling Tips to Make the Most of Your Agents. The Importance of Tracking Schedule Adherence.

Schedule adherence 72

Schedule adherence Contact Center Average Handle Time CRM 72

Playvox

JUNE 7, 2023

I would explain that it means creating schedules, but it’s so much more. They’ll have questions like: Why do I have this schedule? When I worked in contact centers, people would ask what I did for a living, and I would say Workforce Management. I was usually met with a blank look. Is it during certain times of the day, month, and year?

Management 52

Management Contact Center Abandon rate Metrics 52

Beyond Philosophy

MAY 14, 2020

In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. He read Robert Cialdini’s material, and he loved Cialdini’s stance on ethics and his advice on how to influence people in a non-manipulative way that is based on science.

Consulting 419

Consulting Consulting Personalization Accountability 419

Playvox

MAY 24, 2023

Workforce management metrics provide crucial insight into how well you are planning your workforce. If your workforce is not properly planned and scheduled, not only do your contact center agents suffer, but your customer experience will also. For just about any business or department, metrics are crucial to measuring performance.

call center workforce 52

call center workforce Metrics Schedule adherence Call Center 52

Playvox

MAY 11, 2023

When there is total confidence in the team, it is easier for agents to work from anywhere they like — provided it meets the requirements of your remote work policy. To make remote work a success, your team needs autonomy, regular check-ins, coaching, and a sense of purpose. You instead have to provide autonomy for remote workers.

Management 89

Management Contact Center Coaching Employee engagement 89

CSM Magazine

OCTOBER 10, 2023

Back in the contact centre, supervisors might not even care about the overall average handle time focusing instead on how to improve individual team member scores through better training or systems. Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Integrity Solutions

NOVEMBER 22, 2022

While focusing on culture is a step in the right direction, changing the culture isn’t as simple as putting people through a training program. Coaching is what makes the culture transferable and sustainable. Engaging employees in a meaningful and measurable way requires uniquely coaching your diverse workforce.

Employee engagement 79

Employee engagement Banking Coaching Personalization 79

Fonolo

AUGUST 3, 2021

Custom reports need to meet your unique organizational goals by providing metrics that represent your values and tell the story of your team's impact. Here are some examples of how raw data can inform reporting: Hold time is an analytic that informs reporting on abandonment rates and service level. What is a call center report?

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Still have questions about call center training? What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141